We provide a platform for the public to publish their complaints about the Three UK mobile network. Our website (www.threecomplaints.com) has all the information you need to make a complaint and escalate your complaint, if you are having no luck with customer services.
We provide all the details you need to get your complaint resolved efficiently.

Advertisement

Thursday, 22 November 2012

We'd like to take your focus away from your mobile phone complaints for a bit to let you know about our good friend has been taking part in Movember this month growing his moustache in aid of Prostate & Testicular Cancer research.

Whether it's only a few pounds or £20 (no donation is too small by the way) we hope you'll spare a bit of cash for this great cause.

Please visit this link to see some silly photos and to make your donation!

Monday, 30 April 2012

After some demand we've researched into the Three and telecommunications complaints process in Ireland and have written this post to assist users resolve their issues.

As with any complaints procedure you must lodge your complaint with Three Customer Services first using the following methods ensuring you keep records of all your communication in case you need to escalate;

Remember be nice in any correspondence and give as much information as possible, rudeness will not get your complaint resolved!

Three Ireland claim to handle complaints within 5-10 working days depending on the nature of your claim (i.e. billing, handset etc...) which you can find in their code of practise here: Three Ireland's Code of Practice (opens a PDF file)

Escalating your complaint with Three

If you feel your complaint has not been handled appropriately, the next step is to escalate with Three in writing to their customer care manager: 3’s Customer Care Manager at Hutchison 3G Ireland Ltd, PO Box 333, Dublin 2

If not satisfied with their response then their Customer services director:

Escalating your Complaint Further

Hopefully you'd have been resolved and compensated by now but if you have reached a dead end with Three then you can escalate the complaint with ComReg, the Commission for Communication Regulation.

They will only deal with your complaint if it's been within the last 9 months and if you've exhausted all avenues with Three themselves. Visit their website for more information about complaining to networks where they will provide details on submitting complaints to them

Saturday, 28 April 2012

O2 is top of the leaderboard for having the least number of complaints due to their excellent customer service, network coverage and great deals as well as being at the forefront of the iPhone revolution!

Use the link below to discover the latest Carphone Warehouse Deals on the O2 Network

Friday, 27 April 2012

If you are sick of long expensive contracts and a free Smart Phone with all the bells and whistles isn't important to you then GiffGaff comes as a breath of fresh air!

Sometimes dealing with a complaint can be enough to put you off getting another contract but with GiffGaff, you can order a free sim using the link below and get some great rates and they run off the O2 network who are great for network coverage.

Visit giffgaff here
for a no obligation Free Simcard or click the banner below.

Tuesday, 24 April 2012

Another complaint email received from a customer who is experiencing identity fraud with little or no help from Three at all:

2 phones were taken out in my name. I have spoken to Three and provided them with a crime referance number against both accounts. When I spoke to them they told me that the phones were taken out through Fish for phones and that I needed to speak to them. When trying to research them to contact them, as Three could not provide with one, I found that they actually do not exist!

I am requesting notice of correction under the public information as I have done more than my part to have this resolved and Three are doing nothing.

This has been going for too long and is affecting my credit rating. If nothing is resolved I will be forced to take legal action myself.

Monday, 23 April 2012

I have been a Three customer now for 2 years and
was glad for my contract to come to an end and had decided I would leave
because of the poor customer services, for example I wanted to end a
month to month mobile broadband contract which involved 45 minutes of
the advisor trying to sell me another contract and an iPad, when I
simply wanted to cancel because I didn’t use it any longer. I was
checking prices around and found Three was the cheapest and I was
tempted by the new ‘all-you-can-eat’ data offer for internet access. It
turned out I could have this and 200 extra minutes, for £3 less a month
with a new mobile, on top of that my friend was on Orange which was my
next choice but then I overheard a conversation with Orange customer
services and it sounded just like Three.

Anyway I am back in a 2 year contract with Three,
my nice new Android phone arrived earlier in the week, to my delight for
a mere £13 a month I was getting 200 more minutes, and unlimited
internet, great – however the mobile appeared to have a defect with the
screen, it was slightly shifted to the right side of the phone and the
touch screen kept malfunctioning sometimes entering several characters
when I had only pressed one, and also the screen appeared more
responsive on the left edge than the right edge almost like it was not
calibrated but the mobile didn’t have a calibration option. It took
about 4 calls to Three customer services to get a replacement arrange,
firstly they said I couldn’t return it because I had used it, then they
said I just needed to get used to it and I would then like it, then they
tried to say it would need to be repaired, only had it 2 days, anyway
trying to explain the problem to them was painful, I had to listen to a
long list of terms and conditions about if the mobile is returned
damaged, or non faulty the charges I will incur and if I try to cancel
my contract now because I have used the mobile I would have to pay the
full term minus 10% or something? And that they have sold many of these
and they have not heard of my fault before. To be honest they do lie to
make a sale, they told me ‘all-you-can-eat’ data was truly unlimited no
fair usage policy, but it turns out that isn’t true, they also said they
were doing me a special favour by giving me 300 free 3 to 3 minutes to
which I pointed out I already got 5000 free 3 to 3 minutes and that was
the standard on all the contracts they offered so it wasn’t a special
offer to me. Its lucky dip with who you get, some advisors are more
helpful than others, some are professional in approach, the majority are
not – I hang up on them and ring again to get a different advisor
sometimes as they occasional disconnect you when your on hold anyway.

If the replacement goes ahead and the replacement
is ok, sealed, new, no defects or faults and they don’t start trying to
charge me for the returned one claiming its damaged or whatever I’ll be
happy again, at least until the next time I have a problem with my
mobile.

Friday, 20 April 2012

A word of caution, one of the biggest DO NOTs of making a complaint is to cancel your direct debit (or payments if you pay by giro etc...) so make sure you keep your payments going even if you think they are in breach of contract and here's why:

Companies like Three are large organisations with strong legal backing so their contracts are usually watertight with regards to missed payments

If you miss a payment it will show up as a default against your credit rating which will have a knock on effect with any loan applications you may be seeking in the future

They could potentially seek the assistance of credit collection agencies which could become one of the most irritating and stressful experiences you can have.

Depending on the severity of your complaint, it may take until your contract is over for your issue to be resolved meaning that all the hassle of cancelling wouldn't have been worth while as you could leave the network anyway!

Remember, if you are right with your complaint then a resolution will be sought out regardless so don't give yourself any aggro!

Thursday, 19 April 2012

On March 22nd, Ofcom* published data of their most recent complaints data includng mobile services.

Orange came up as the most complained network with 3UK a close 2nd.

As you can see from the chart provided by Ofcom, although Three only came second to Orange in more recent months, their overal performance is still worse than other mobile networks with O2 having the best performance.

They state that Three's high complaints ratio has been driven by the complaints about disputed charges and their customer services.

Friday, 20 January 2012

If you do decide to write to Three, please make sure you send it be Recorded delivery, or if you can afford it Special Delivery, that way you can track when it arrives and start timing your 8 weeks from the date it arrives.

If, AND ONLY IF, 8 weeks has passed with no contact or deadlock letter from Three, contact th ombudsman service and get a reference. Then write one final letter to Three (by recorded post) and at the header of the letter "CC Ombudsman Services: Communications" and send the letter to them making sure you've quoted your reference in the letter too.

Just so everyone knows, OTELO has changed to Ombudsman Services: Communications which Three will be a member of. Most of the same rules apply (8 Weeks etc...) but make sure you read the guidelines on their site.

A Three representative has contacted us with up to Date addresses and Procedures:

"Hi there, my name is Sarah and I work for Three. I’m sorry to hear about some of the experiences people have talked about on this blog, and I wanted to share some contact details with you so that you can direct your query or issue to the right place. The Brighton address in the post above belongs to one of our stores so mail sent there may not reach our complaints team. If you’d like to write to us, please use the address below. Once we’ve received your letter we’ll be in touch within 10 working days:Three Customer ComplaintsHutchison 3G UK LtdPO Box 333GlasgowG2 9AGAlternatively you’ll find other contact details, including an online form, and information on our processes here - http://www.three.co.uk/Support/Contact_Us/Complaints_code?typeSearch=%27complaints*%27"

Disclaimer: Please note that we have not affiliation with the Three Mobile network, Hutchison 3G or any of their subsidiaries. This site has not been created to attack the network but to provide a consumer site to assist in resolving issues for Three customers. We welcome any feedback and comments from Three themselves.

About Us

Welcome to the Unofficial site for Three complaints; a mini guide outlining the Three Complaints Procedures and general mobile phone complaints.

I hope this helps and please remember it is essential you follow these steps as the Communications Ombudsman Otelo cannot help you until you have completed these steps and allowed 12 weeks for the company to try and resolve your matter.